ComplaintsforKey Ford of Exeter

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was driven there for a diagnostic test, after an hour they requested more money for further exam from 1hr of diagnosis to 3 hours to figure the problem out, the problem was allegedly just the top part of my engine, when I went to go pick up my car after the problem was found, we paid them for diagnostic and then we went to start the car to leave ; the car would not start and they claimed it jumped timing in their possession, meaning that the car that was mobile driving in there, became immobile in their possession. We asked them to figure out what was wrong with the car and during that time I received an email that the original issue of the top engine became the WHOLE engine, again in their possession. So they went from 3000$ to 7,100$ for a whole new engine. They fixed the engine, and now that the engines fixed I received a call saying that my power steering in the vehicle went while they were taking it off the lift as well and I need a new pressure sensor which was put in a week before they originally had possession in my car ; they wanted an extra 600, for these parts needed and claimed they werent charging labor fees.

  Business response

  07/21/2023

  The consumer’s vehicle was driven into Barber Ford. The consumer had stated during the drop off process that another independent shop had already replaced several parts to attempt to repair the drivability concern, with no success. The vehicle was not running properly, had no power, and had a severe fuel pressure issue. Our technician proceeded with diagnosis and found the high-pressure fuel pump tappet was worn down to nothing, caused by the cam shaft inside of the engine. We then provided the consumer detailed photos of the damaged tappet and cam shaft. We explained that the engine had jumped time and could not be started or driven. The dealer quoted the cam shaft and high-pressure fuel pump replacement to consumer and consumer declined repairs. Dealer instructed consumer that the vehicle cannot be started or driven because of it being out of time. Consumer came to dealer to pay outstanding bill.  While *** ********** was inside of the dealer going over paperwork and paying the bill, his daughter took her keys and attempted to start the engine multiple times. ******** came inside stating that the car did not start. To which the dealer responded, yes it does not start because the engine is out of time. Again, both parties were informed of this verbally and via email. The dealer explained to the consumer that, after ******** attempted to start the engine out of time, this could have caused catastrophic internal engine damage. *** ********** requested the dealer assess the damage caused by cranking vehicle while out of time. Dealer agreed to push vehicle back into repair facility to borescope and check for damage at no cost to the consumer. Technician found impact marks on the top of the piston on cylinder # 3, indicating that the valves contacted the piston. Dealer informed consumer that the engine would need to be replaced and provided quotes. *** ********** agreed to replace the engine with a Ford remanufactured unit. The repairs were approved via email. The dealer called the consumer before repairs began to review pricing and set time expectations. Consumer verbally approved the total of $8030.00 + tax through phone conversations. The remanufactured engine was sent from Ford with the incorrect high pressure fuel sensor. The consumer was made aware of this but was not required to pay for it. Once repairs were complete, the vehicle had no power steering. The technician found wheel speed sensor had become damaged by sway bar link during engine removal. Dealer replaced part at no cost to consumer.

  Customer response

  08/16/2023

  I was not aware there was a time frame to respond to the complaint I was waiting to talk to ny lawyer I would like to reopen the case. I do not agree with the response from barber ford because the attachments I provided which were emails between barber ford and I ; they contradicted what they said to you guys and what they said to me.

  Customer response

  08/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I was not aware there was a time frame to respond to the complaint I was waiting to talk to ny lawyer I would like to reopen the case. I do not agree with the response from barber ford because the attachments I provided which were emails between barber ford and I ; they contradicted what they said to you guys and what they said to me.
  
  Regards,
  
  ******** ***** 

  Customer response

  08/28/2023

  Im still waiting for a response, I would not like to have the case closed I was unaware about a time frame to respond to the complaint I was waiting to contact my lawyer.

  Customer response

  09/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Im still waiting for a response, I would not like to have the case closed I was unaware about a time frame to respond to the complaint I was waiting to contact my lawyer.
  
  Regards,
  
  ******** *****

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please See Message Being Forwarded to *************** I am contacting you to discuss delivery of a completed claim that was made in which you were the specialist for. I do not have the contact information for Mr. Karl H*************** from Barber Ford, or any other Manager at the service shop so I am hoping you can forward to the appropriate personnel to address my situation. I understand that you are not responsible for the quality of repairs, but I wanted to escalate this situation considering **** has paid out on items that were not completed. I have attached additional recipients for visibility as I feel this is a serious problem that needs resolution. A claim was made for a shattered windshield and exterior body work. Upon delivery of the completed repair, I was very disappointed that the dealership would have assumed the condition of the vehicle was remotely acceptable. To be completely honest, I feel that our SUV is now in worse condition than it was prior to the claim being made. Pieces of glass are scattered throughout the vehicle, in cup holders, on the leather seats (which now have noticeable gouges and scratches), all over the floor, and in the dash. There are pieces of the dash and internal panels that were never properly attached and were clearly installed with no workmanship or care. Our front windshield wipers were never replaced (however the final bill listed this item as being paid out). The front windshield washing mechanism is not functional. Our inspection/emission stickers were never replaced. The interior of the vehicle looks like someone ran a shop-vac in reverse and coated the interior with filth and dust (in addition to the pieces of glass that are everywhere). I have included several photographs to support these comments made. The condition of the vehicle is unacceptable and I cannot fathom how management at Barber Ford would have allowed this to pass through any type of quality control.

  Business response

  08/15/2022

  as soon as we were aware there was an issue with ** **********'s repairs, we reached out to him to address his concerns. we told him to pick a day at his convenience and we would address his concerns.

   

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩